Denna magisteruppsats undersöker vilka attityder, värderingar och beteenden som arbetsgivare och yrkesarbetare i den svenska byggbranschen har då det gäller användningen av personlig skyddsutrustning..

Syftet med studien var att beskriva personlig assistans, insatsen, yrket och rekryteringssituationen. Personlig assistans syftar till att ge personer med funktionshinder kontroll över det egna livet. En problematisk rekryteringssituation kan medföra att denna möjlighet går förlorad. Metoden som användes var personliga intervjuer samt litteraturstudier. De som intervjuades var politiker från socialnämnden i några av Norrbottens kommuner samt representanter för både kommunala och privata arbetsgivare för personliga assistenter.

Since companies have realised the importance of customer loyalty and since the service sector has gained higher significance in recent years, we found it interesting to study what leads to customer loyalty in service companies. The theories we have chosen to consider are customer loyalty, service quality, service guarantees, affinity marketing, loyalty programmes and customer clubs, the customer in focus and other factors that influences customer loyalty. To find out how service companies are working with cus- tomer loyalty, we have conducted a case study within three service companies. Our findings are that customer loyalty has a significant importance for the companies we studied. Quality and personnel were the factors we found had the greatest impact in service companies concerning customer loyalty.

Ett överflöd av information gör att den information vi verkligen vill ha blir svårare att hitta. För att råda bot på detta har det gjorts försök att hjälpa användaren att hitta genom personlig anpassning av webbsidor. Meningen är att personlig anpassning ska göra det enkelt för användaren, och att systemet därmed har hög användbarhet. Att se om det verkligen är så är syftet med denna studie. Inom ett projekt som avser ge familjer med tonåriga diabetiker IT-stöd gjordes en heuristisk utvärdering och intervjuer för att undersöka ett antal funktioner för personlig anpassning ur användbarhetsperspektiv.

The aim of this thesis is to describe how service companies through adjustment of the customer?s zone of tolerance can influence customer?s perception of the service during the processes of service delivery and create customer satisfaction. The method used was case study approach utilizing personal interviews, which were conducted at two service companies. The study showed that the aspects of the service that have greatest importance for the customer?s assessment of the service and customer satisfaction among others are personal treatment and that personel behave in the way that makes the customer feel itself taken good care of and unique.

Syftet med denna uppsats var att undersöka hur personliga assistenter upplever att de ger brukare självbestämmande. Vad som framkom var att de personliga assistenterna vi samtalat med, anser att de i stor utsträckning ger sina brukare självbestämmande, men att de i vissa situationer inte har möjlighet att ge brukaren självbestämmande. Enligt 1994 års handikappsreforms huvudmål skall brukaren ha självbestämmande och inflytande över sitt eget liv och kunna delta i samhället på lika villkor som alla andra medborgare, vilket skulle kunna uppnås med hjälp av en personlig assistent. LSS (Lagen om stöd och service till vissa funktionshindrade, 1993:387) har bidragit till att detta är möjligt för brukarna. De personliga assistenterna anser det vara problematiskt då LSS, vilken är en rättighetslag, krockar med Arbetsmiljölagstiftningen..

Title: The impact of service quality on customer loyalty - when a service changes from being free to become surcharged Authors: Carl Johan Olsson, Marcus Johansson and Victor Carlsson Supervisor: Hans LundbergCourse: Bachelor thesis in business administration, 15 Credits (15 ECTS) Keywords: Service quality, customer loyalty, price movementPurposeThe purpose of this essay is to increase the understanding if the perceived quality by the service users correlates with a future loyalty to a service when it cease from being free, to become charged.? Does the perceived quality of a service by the service users affect a future loyalty to a service, when it cease from being free, to become charged?MethodIn this essay we have chosen to implement a quantitative research method based on a survey. This choice was made in order to reach a sufficient large amount of service users and empirical data to answer our problem.ConclusionsAccording to the theory, customer satisfaction can be expressed through a comparison between customer?s expectations and the experience of using a service, and there are also positive correlations between service quality and customer satisfaction. Additionally, loyalty is based on service quality and customer satisfaction.

The mobile jukebox is an idea for a new kind of smartphone application that would allow users to dictate the music playing at various establishments. The mobile nature of the innovation allows for the possibility of a more ubiquitous service. Conducting a quantitative as well a qualitative study, the authors have found significant interest in this innovation service among potential users and potential distributors of the service. Furthermore, it is shown what aspects are important for decision makers to make a decision on whether to integrate the service into the operation of potential distributors of the service.  .

The purpose of this masters thesis is to evaluate bookmobile service as a decentralised library service. I have made a qualitative interview survey, with seven Swedish municipalities participating, all providing bookmobile service in their rural parts. The purpose with the interviews is to examine their bookmobile service. I have also studied articles on bookmobile service, and decentralisation through small library units in library journals, to get an insight into how the work with decentralised library service is done in Swedish municipalities. In this thesis answer is sought to the following questions: - Which decentralised library services are suitable for inhabitants and institutions in sparsely populated areas, considering factors such as number of inhabitants, proportion of old people and children, demographic changes, economy, possibilities to cooperate with other municipalities? - What is the current bookmobile service situation in Sweden, taking seven municipalities in the region of Småland as a starting point? My conclusions are that each municipality must decide which decentralised library services that best suites their needs.

The purpose of this study is to develop a general understanding of the areas of alliances and service quality as well as their relation to each other, through a consumer perception. Further, to discover more detailed and close up knowledge of customer perceived service quality within airline alliances. This is done by identifying particularly significant dimensions in the service process that have an influence on the perceived service quality.The thesis is based on qualitative study using a critical incident technique to explore the issue of service quality. In the research of the material the iterative approach has been used. The primary information sources are the interviews with customers-members of airline alliance.

 Den föreliggande studien är en gransknig av ett projekt som högskolan i Gävle tillsammans med Fjärran Höjderbadet har utfört under hösten 2008. Projektet gick ut på att personer med stillasittande arbeten skulle få hjälp med träningen av studenter som utbildade sig till personliga tränare. Uppsatsen bygger på två enkätundersökningar som utfördes på 27 stycken personer. Det var 14 stycken som fullföljde båda enkäterna vilket ger ett bortfall på 13 stycken. Undersökningsgruppen fick under en 8 veckors period prova på att ha en varsin personlig tränare till sitt förfogande.

This study concerns paratransit service in a relatively small municipality in Sweden. The aim of this study is to describe the user's experience of paratransit service. The question formulation is mainly built around the user's experience of paratransit service and their view on what impact paratransit service has on their lives. The empirical data consists of ten interviews with ten different paratransit service users with ages ranging from 25-95 years. The data has mainly been analyzed through concepts of independence, empowerment and trust. The result of this study shows that paratransit service in many ways can be described as a crucial part of the users' lives.

Title: Television in the Service of the Public - a Study of the Public Service Concept(Television i allmänhetens tjänst - en studie av public service-begreppet).Author: Daniel FärnstrandAim: To describe the ideals, or principles, that the Public Service Ideology or concept of Pub­lic Service is based upon. The two main questions the paper aims to answer are thus:· Which principles should, according to the theoretical norm, guide Public Service activity?· Which principles guide Public Service television in Sweden today, according to the actual guidelines for the Public Service organization SVT? Method / Material: A study of relevant literature is carried out. Further, the actual guidelines for SVT are summarized. The normative guidelines are then also summarized, and a compari­son is made between this summary and the actual guidelines for SVT.Main results: Although a comprehensive definition is hard to find within the theoretical frame­work, a summary of the theoretical ideal is carried out.

Business across the Internet has increased in recent years and most companies that are selling trips have increased their sales online. Many companies that are selling trips strive for customers to receive and experience a personal service online. The meeting between the client and a webpage service system on the Internet should work. Service encounters are an essential part of the contact between customer and company and play a big part in how the first impression is perceived by the customer. To understand how a service encounter works, meeting face to face, companies need to understand how customers perceive that meeting.

In today s society, services are becoming more and more important. They are however, partly because of their immaterial nature, separated from traditional merchandise, why the marketing and producing of them differs. Quality errors in a service are often difficult to discover before the service is brought to a customer, since the producing and consuming of it often takes place simultaneously. Quality errors in a service process are called service failures or in Swedish tjänstefel. Nevertheless, with an effective service recovery process, dissatisfied customers can be turned into satisfied ones.